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Finance Service Management

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Note: This article applies to Fuji and earlier releases. For more current information, see Finance Service Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

The Finance Service Management application lets you request changes to the operation and maintenance of your finance-related cases. The finance staff can track finance requests and make adjustments as needed. Any user in the system can view all open finance requests. This gives your users a chance to see the finance issues that have already been reported before they submit a new request.

The Finance Service Management application is available starting with the Fuji release.

Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual finance request.

Finance Service Management is one in a suite of applications known as Service Management (SM) applications. SM applications, such as field service management and facilities service management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

When Service Management is activated, SM applications can be activated, as well as other features such as the Service Management Application Designer and the Service Management Portal.

Finance Service Management Process

Finance Service Management defaults to the request-driven process, where tasks can be assigned to a request; however, closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete. The finance service management process is as follows:

  1. Users submit finance requests through the service catalog.
  2. Based on settings in the Finance Service Management Configuration, the request transitions through states based on actions performed through the request.
  3. When the request has been fulfilled by the finance team, the request is closed.

Roles

Role Title [Name] Description
Finance administrator

[finance_admin]

Finance administrators can qualify and dispatch requests.
Finance agent

[finance_agent]

Performs the work necessary to answer finance requests.
Finance dispatcher

[finance_dispatcher]

Schedules and assigns the tasks to finance staff.

Menus and Modules

Activating this feature adds the Finance menu to the application navigator with the modules listed below. It also adds modules to the Self-Service application menu.

Finance menu bar.png Under the Finance application menu:
  • Overview: Open the Finance Overview homepage, which contains several built-in reports.
  • Requests
    • Create New: Create a new finance request record.
    • Created By Me: View and edit all finance requests created by the logged-in user.
    • All Finance Requests: View and edit all finance requests.
    • Assigned to me: View and edit finance requests that are assigned to you or to a group that you belong to.
    • Open - Unassigned: View and edit finance requests that have not been assigned to a user or group.
  • Tasks
    • All Finance Tasks: View and edit all finance tasks.
    • Assigned to me: View and edit finance tasks that are assigned to you or to a group that you belong to.
    • Open - Unassigned: View and edit finance tasks that have not been assigned to a user or group.
  • Catalog & Knowledge
    • Finance Templates: Create service order templates to update existing finance documents that reuse the same types of information.
    • Maintain Catalog Items: Create or edit catalog items.
    • Knowledge: Set up a knowledge base for the application. You can also browse and search for articles that are configured to grant you access, and submit feedback on those articles.
  • State Flows
    • Finance Request Flows: Create or edit state flows for finance requests.
    • Finance Request Task Flows: Create or edit state flows for finance request tasks.
  • Administration
    • Properties: Configure various finance settings using properties.
    • Configuration: Configure the requirements that apply to finance service management, including approvals, qualifications, auto and manual dispatch, and so on.
Finance Self-Service application menu.png Under the Self-Service application menu:
  • Finance Catalog: Submit finance requests through the service catalog.

Activating the Finance Application

Finance Service Management is available as a separate subscription.

To purchase a subscription, contact your ServiceNow account manager. After purchasing the subscription, activate the plugin within the production instance.

You can evaluate the feature on a sub-production instance without charge by activating it within the instance.

Activating Finance Service Management for the SM CMS Portal

Finance Service Management can be added to the Service Management CMS portal by activating the following plugins.

Plugin ID Description
Service Management com.snc.enterprise_service_management.cms Allows you to add Service Management applications, such as finance service management to the Service Management CMS Portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details
Finance Service Management CMS Portal com.snc.finance.service.automation.cms Displays the Finance Service Management application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.